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    Zenput Support Policy

    Customer support icon
    Support Hours

    24 hours/5 days a week US Time Zones (Monday-Friday, excluding company holidays) for standard services as outlined in each product's Support Policy below. Severity level 1 monitoring and response is 24x7.

    Zenput, Zenput Temp Monitoring , Zenput Labels

      https://www.crunchtime.com/support-policy-zenput

     https://crunchtime.zendesk.com/hc/en-us/sections/15636121763347-Zenput

      support@zenput.com

      +1 (800) 537-0227

      Chat is available through the mobile app and web app


    Support Org Structure

    • Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee. 
       
    • Bug fixes to bring the Service into substantial conformance with its then-current user guide
       
    • Response time in accordance with the chart below. 
       
    • Resolution Process for Issues of Severity Levels 1 and 2:
      1. Trouble Ticket opened.
      2. Assign engineer to determine and correct the error.
      3. Periodic reports on the status of the correction.
      4. Initiate work to correct the error.
      5. Notify affected users of error fix. 
         
    • Scheduled Outages are usually scheduled during weekly on Tuesday at 9pm PT and customers are usually notified via http://status.zenput.com/.

    Severity Level

    Description

    Response Time & Details
    1

    Service substantially fails to perform.

    • A complete loss of functionality across all Zenput users in account. (App just doesn’t work)

    • A core component (web, mobile) is non functional for users in a customer account and where no workaround is possible 

    • A widespread loss of data gathering or presentation with severe business impact to customer

    		 Response Goal: 2 hours

     

    Details:

    • Trouble Ticket opened

    • Assign engineer to determine and correct the error

    • Periodic reports on the status of the correction

    • Initiate work to correct the error
    2

    Substantial degradation in performance of the Service.

    • A partial or temporary loss of functionality in one or more components of Zenput where a workaround is or is not possible that affects <5% of users in a customers account (examples: form uploads are blocked from mobile app, tasks are not being sent to users, emails are not being sent to distribution list)

    • Partial slowdown in Zenput servers causing minor disruption in user workflow

    Response Goal: 4 hours

    Details:

    • Trouble Ticket opened

    • Assign engineer to determine and correct the error

    • Periodic reports on the status of the correction

    • Initiate work to correct the error
    3

    Minimal-to-no impact on the availability or performance of the Service.

    • An issue stemming from training, user knowledge or customer device issue that results in a loss of functionality in Zenput system
       

    • An internal configuration issue that only administrators within customer accounts have the ability to triage and resolve
       

    • A minor user issue (resetting password, internet not working, app shutting down unexpectedly)

    • An issue only affecting a single user

    Response Goal: 3 days

    Details:

    Commercially reasonable efforts to include in next major release